Once your eTop-Up application has been processed successfully, we will send a revised Certificate of Life Assurance to you on the approved eTop-Up. You may also check on the status of your e-application online via PruAccess. NOTE : You can easily check the status of your submission. Go to Policy Information > E-Transaction History. Click the E-Reference Number link of the particular application to view the details.

2. What will happen to my eTop-Up application if I have not made any payment ?

If, within 7 working days from the date of the eTop-Up application, we do not receive your payment via internet banking for the eTop-Up application, or the payment received falls short of the required payment amount, the eTop-Up application will be rejected. Where insufficient payment is received, we will refund to you, via cheque, the insufficient payment you have made.

Your eTop-Up application will be processed when we receive the full payment for the eTop-Up. If we do not receive the full eTop-Up amount within 7 working days from the date of your eTop-Up application, your e-application will be rejected. Where insufficient or excess payment is received, we will refund to you, via cheque, the insufficient payment amount, or excess payment amount, as the case may be.

If Prudential receives your Top-Up premium by 3:00 pm on a business day, Prudential will use the offer price calculated on the next business day.

If Prudential receives your Top-Up premium after 3:00 pm on a business day, Prudential will use the offer price calculated on the second business day from the date of receipt of the payment.

5. If my policy is a CPFIS policy, how do I make payment for the eTop-Up application ?

If your policy is a CPF-Ordinary Account or CPF-Special Account policy, upon receipt of your eTop-Up application, we will bill your respective CPF Account for the Top-Up amount. Your eTop-Up application will be processed once we receive the payment from your CPF account.

6. If my policy is a SRS policy, how do I make payment for the eTop-Up application ?

If your policy is a SRS policy, upon receipt of your eTop-Up application, we will bill your SRS Account via your agent bank for the Top-Up amount. Your eTop-Up application will be processed once we receive the payment from your agent bank.

7. What is the maximum eTop-Up amount I can apply for online via PruAccess ?

The maximum eTop-Up amount that you can apply for online via PruAccess is S$30,000 per e-application. If you wish to apply for a Top-Up on your policy exceeding S$30,000, please approach your Prudential Representative for assistance in your application.

8. Can I submit multiple eTop-Up applications via PruAccess ?

You may only submit one eTop-Up application at any one time. If there are any pending eTop-Up applications, you will need to wait until the processing of the pending eTop-Up application has been completed before you are able to submit another eTop-Up application.

9. Is there any difference when applying for a eTop-Up through PruAccess and applying for a Top-Up with a hardcopy application form through my Prudential Representative ?

You will be subjected to the same net sales charge of 3% on each Top-Up. However, for eTop-Up applied through PruAccess, you will get an additional bonus unit allocation of up to 0.5% of your eTop-Up amount. Do note however that Prudential has the sole and absolute discretion to determine the number of extra bonus units to be allocated to your policy, at any point in time, without prior notice to you.

10. Who can I contact if I need further assistance ?

You may contact our PruCustomer Line at 1800 3330333.

Apply for PRUaccess PIN / Forgot PIN

If you have never logged in to PRUaccess before, please click
here
to apply for a PRUaccess Personal Identification Number (PIN).

If you have forgotten your PRUaccess PIN, please click here to apply to reset your PIN.

PRUaccess, Security & You

At Prudential, we listen and we know that your the security of your information is important to you.
This is why we have introduced a One-Time-Password (OTP) as a second level authentication
when you log in to PRUaccess and perform online transactions.

This means that when you log in to your PRUaccess account, in addition to your NRIC/Passport number and PRUaccess PIN,
you will be required to provide a OTP sent to you via sms at your mobile number in our records.

Two-factor authentication via SMS OTP reinforces your level of security by providing an additional level of security.
It helps protect your PRUaccess account from unauthorized access and online fraud. The OTP helps to further verify your identity
and ensure that only you have the rightful access to your PRUaccess account and can transact with confidence knowing that your transactions are secure.

To ensure that you get uninterrupted access to PRUaccess once the OTP is in place, please check that your mobile number in our records is current.
Once the OTP is in place, you may update your mobile number via PRUaccess, by printing this form, completing it and sending
it to us by post, or calling our PruCustomer Line at 1800 333 0333.

How the OTP works

Log in to PRUaccess as you usually do with your NRIC/Passport number and PRUaccess PIN.

Frequently Asked Questions on Two-Factor Authentication (2FA)

Two-Factor Authentication (2FA) provides an additional layer of security for verifying the identity of Prudential policyholders using our Customer Internet Portal, PRUaccess.
With Two-Factor Authentication, our policyholders will be required to provide a unique One-Time Password (OTP) in addition to the current NRIC/Passport number and PIN each time they login to PRUaccess.

SMS-OTP will be the Two-Factor Authentication mode available to all our policyholders who are using PRUaccess. Other modes of OTP delivery for 2FA will be announced at a later time.

A One-time Password (OTP) is a string of numeric characters that is generated by your 2FA Token and is used as a 2nd level of authentication during the login process to our Customer Internet Portal, PRUaccess.
2FA is secure because every OTP is unique. In addition, each OTP is valid only for a few minutes and can only be used once.

Two-Factor Authentication allows the company to provide additional security to our policyholders. It ensures that only authorised policyholders can gain access to account information and transact securely.

To access PRUaccess, you will need the One-Time Password (OTP) in addition to the current NRIC/Passport number and PIN upon login.
The OTP will be sent to your mobile number in our records. To have uninterrupted access to PRUaccess, please ensure that your mobile number in our records is updated to your current mobile number.
You may update your mobile phone number through the following means:
1 Through PRUaccess; or
2 By printing and completing the Update of Contact Details form and mailing it to us; or
3 Calling our PruCustomer Line at 1800 3330333

If you do not receive the SMS-OTP after repeated attempts to resend the SMS-OTP at the OTP request page, please perform the following checks:

Check if the mobile number you registered with us is the current mobile number from your current mobile phone service provider. Please note that most mobile number retention services will not forward SMSes sent by non-individuals.
So in the event that you change your mobile phone number (even if you have subscribed to a number retention service), please check with your mobile phone service provider if you can receive SMSes from Prudential which are forwarded from your old number.
If not, please print and complete the Update of Contact Details form to update your SMS token and send it back to Prudential with your most current mobile phone number.

Check with your mobile phone service provider to see if you have applied for any short code barring service. As our SMS sender title bears 'Prudential' you might not be able to receive the SMS if you have subscribed for any short code barring service.

Check if your SMS inbox has available space to receive incoming messages.

You may update your mobile phone number through the following means:
1 Through PRUaccess; or
2 By printing and completing the Update of Contact Details form and mailing it to us; or
3 Calling our PruCustomer Line at 1800 3330333

No, as each OTP can only be used once. Whenever you log in to PRUaccess with your NRIC/Passport number and PIN, a new OTP will be sent to your mobile phone number in our records. You will need to provide a new OTP generated each time you log in to PRUaccess.

If you updated your mobile number through PRUaccess, the new mobile number for SMS-OTP will be registered in our records immediately and will take effect immediately upon your next login to PRUaccess.

If you updated your mobile number through our PruCustomer Line at 1800 3330333, the new mobile number for SMS-OTP will take effect by the following working day.

If you updated your mobile number through post, the new mobile number for SMS-OTP will take effect when we have updated your mobile number in our records and you have received our confirmation letter confirming the update.